Define Analyze Approve Charter Design Build & test Release Operate Retire Service Portfolio Management Service valuation Service costing Chargeback ROI accounting Financial Management Understand Patterns of Business Activity (PBA) Understand demand Manage strategic supply and demand Demand Management Document & agree - SLRs, SLAs, OLAs Monitor & report Review service Conduct SIPs Develop relationships Ensure customer satisfaction Service Level Management Define service template Document services Business services Technical services including 3rd party (contractual) Maintain service catalogue Service Catalogue Management Supplier strategy & policy Evaluation of suppliers & contracts Establishment of suppliers & contracts Review, renewal, termination Categorization of suppliers and contracts Maintenance of SCMIS Supplier Management Monitor & report availability Investigate and remedy unavailability Risk assessment & management Plan & design availability Implement countermeasures Review & plan availability Availability Management Trending & modelling Budgeting & planning upgrades Tuning & optimization Monitoring & reporting performance Demand management Application sizing Capacity Management Initiation Requirements & strategy Implementation Operational management - tests, reviews, audits, education, assurance Invocation IT Service Continuity Management Set & enforce security policy Monitor & report breaches Assess & report risks and vulnerabilities Impose controls Information Security Management Service Strategy Record/Review Proposals Assess/evaluate Authorize Coordinate Review Change Management Request for Change (RFC) Plan - CMS, CIs, baselines Identify CIs Control CIs Account for CI status Verify & audit CMS Service Asset & Configuration Management Knowledge strategy Knowledge transfer Information management Develop SKMS - Information integration - Knowledge processing - Presentation Knowledge Management Plan Prepare for build, test, deploy Build & test Test service and run pilot Deploy Verify Provide early life support Review Release & Deployment Management Manage tests Plan & design tests Prepare test environments Perform tests Evaluate exit criteria Cleanup Service Validation & Testing Plan Evaluate predicted performance Interim report Evaluate actual performance Evaluation report Change Evaluation Develop release policy Plan & support Manage progress Manage changes & risks Quality review of plans Tool selection Communication Transition Planning & Support Notification Detection Filtering Correlation Further Action Required Response Event Management Identify & log Categorize & prioritize Initial investigation Resolution Recovery Closure Incident Management Verify identity Provide rights Identity status Tracking Removal or restriction Access Management Menu Authorization Fulfilment Request Fulfilment Detect & log Categorize & prioritize Diagnosis Workaround Resolution Known Error records Problem Management Incidents Problems Business and IT alignment Identify Strategy for Improvement Choose measurements Gather data Process data Analyze information & data Present assessment Implement improvement Seven-step Improvement Process Service Transition Service Operation Continual Service Improvement Single point of contact First-line support Escalation Communication Satisfaction surveys Management information Mainframe Server Network Storage Database Requirements Design Build Deploy Operate Optimize Application Management SLAs Requests Availability Plan Capacity Plan Release Policy Test Plans Change Schedule Projected Service Outage (PSO) © Materna 2014, unless otherwise stated. Version 4.0.0 SWEDEN +46 8 626 42 40 [email protected] http://www.materna.se GERMANY +49 231 5599-00 [email protected] http://www.materna.de SKMS Capacity Management Information System (CMIS) SKMS Availability Management Information System (AMIS) Service Knowledge Management System (SKMS) Configuration Management System (CMS) Definitive Media Library (DML) Configuration Management Databases (CMDBs) SKMS Supplier & Contract Management information System (SCMIS) Contracts OLAs Service Reports 4Ps People Process Products Partners Business Case Manage budgets Service Operations Demand Pattern Business Process Service Process Delivery Schedule SLRs Operation, monitoring, review Service Operations Contract operation, review Service Operations Monitoring, thresholds, exceptions, tools Service Operations Monitoring, reporting, tools Service Operations Business Continuity Management IT Service Continuity Plans Business Continuity Plans Business Impact Analysis (BIA) Information Security Policy Service Acceptance Criteria (SAC) Service Failure Analysis Change Advisory Board (CAB) Continuity Plans Continuity Plans Evaluation Reports Standard Normal Emergency Change models Remediation Threat Incident Damage Control Push vs. pull Staging, phasing Automation Licences and IP Continuity Plans Continuity Plans Interim Evaluation Reports Directories Desktop Middleware Internet / intranet / web Technical Management Requirements Design Deploy Operate Build Optimize Local / Central / Virtual Skilled / unskilled Insource / Outsource IT Operations Control - Console management - Job scheduling - Backup - Restore - Print Facilities Management - Data centers - Recovery sites - Consolidation - Contracts Service Desk IT Operations Management Urgency & impact Functional escalation Hierarchic escalation Information Warning Exception Events Standard change Change models Standard deployment Automation SKMS CMS Service Catalogue Service Improvement Plan (SIP) Service Acceptance Criteria (SAC) Service Design Package (SDP) Release Service Package Level Package (SLP) Balanced Self-limiting Exponential Critical services Impact on business Time 7Rs Raised Reason Return Risks Resources Responsible Relationship Strategy Tactics Operation Strategic Assessment Strategy Generation Strategy Execution Strategy Management for IT Services Marketing Selling Delivery Opportunity Request for change Complaint Compliment Business Relationship Management Vision Policies Plans Actions Strategy Policies & methods Plan resources Manage Risks and Issues Plan Coordinate Monitor Review Foundation [2] Intermediate Lifecycle [3] Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI) Intermediate Capability [4] Service Offerings and Agreements (SOA) Planning, Protecting and Optimizing (PPO) Release, Control and Validation (RCV) Operational Support and Analysis (OSA) Managing Across the Lifecycle (MALC) [5] ITIL Expert [min 22] [ credits / training ] ITIL Learning Path Data Information Knowledge Wisdom Customer 1 2 3 4 5 6 7 8 Service A Service B Service C Service D Service E Service F Service G Metrics Vision Objectives Goals CSFs KPIs Metrics Measurements Customer Portfiolio Design policies Management of Risk M_o_R® Register Process Plan Issues Policy SKMS Retired Services Service Catalogue Service Pipeline Service Portfolio SKMS CSI Register Known Error Database (KEDB) Known Errors Added Value Funds Resources Output Value 5 Aspects of Service Design Design Service solution Technology Process Service management Measurement Design Coordination SKMS Security Management Information System (SMIS) www.twitter.com/MaternaSverige www.youtube.com/user/MaternaSverige http://www.materna.se ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. M_o_R® is a registered trade mark of AXELOS Limited. Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS.